Tag Archives: call center agents

If agents are expected to meet goals or be placed on a program, then the objectives must be defined so there is no confusion. Sounds easy, but it never is. Factors such as days, weeks, months and quarters come into play. A new program for new agents must be created to ensure they have clearly outlined objectives. Continue reading →

How many times have you and your company conducted direct marketing campaigns and received leads that respond to that advertising? It feels great when you have highly qualified (and sometimes, sadly, not very qualified) leads respond to your message. You know your advertising is working, and you have opportunities to add new customers to your organization. It is exciting—and could be profitable! Continue reading →

Often, the best choice is to outsource your call center to a third party and let their supervisors run the show. Outsourcing is not for every company. But if you don’t want to deal with supervisors and reps, then it could most certainly be for you. Here are three reasons why outsourcing your call center to a partner might bring you better supervision: Continue reading →

Just because a product the TSR is selling is boring doesn’t mean the customer will consider it boring. Just because the TSR is not turned on by oil filters or phone service doesn’t mean that the customer won’t be. Continue reading →

Call Center supervisors are the backbone to operations and performance. Supervisors are the management line that directly manages agents and directs the performance of your business. They are the leaders and the motivators that inspire the front line agents and … Continue reading →

If you like the idea of an in-source call center but do not want to undertake the startup investment, you might consider a virtual, distributed call center. Your leadership team should have a healthy discussion around five main considerations above. Continue reading →

Of course, your own contact center can also frustrate callers. How many of calls go to voicemail? How many go altogether unanswered? More training and better quality control can solve many internal issues. Designation of a few of your best appointment-setters as representatives of your distributed call center can solve the problems of local knowledge and quick response. Continue reading →

Building your own physical contact center can be expensive in the short term (with labor, facilities, furniture, hardware and software) but can have some great long-term financial benefits. If you plan on operating your facility for ten years or longer, it could be a good investment. The depreciation looks good on your P&L, plus there may be some government incentives. The main considerations are: how much capacity do you need, and what financial benefits will you gain. Continue reading →

If the compensation plan penalizes agents in comparison to what they had before, they feel this is retribution, and turmoil ensues. They want to know why the plan has penalized them. They want to know why they should continue to perform at the same level, or even a higher level, when they are being paid less. Continue reading →